Executive Director, Service Design Practice - Toa Payoh

• The Executive Director, Service Design Practice will develop and lead the global service design practice for the Corporate and Investment Banking (CIB) portfolio, driving innovative solutions that align with the bank’s digital transformation initiatives. This role will oversee service design capability building, consult to specific projects and programs as well as develop and deliver organisational training in service design. The Executive Director, Service Design Practice will work closely with cross-functional teams, including product, engineering, data analytics, and business partners, to deliver best-in-class service design capability that enhances the client experience and support Banks growth.

Strategy

• Develop and execute the global service design practice vision and education for CIB, ensuring alignment with broader business and digital transformation goals.
• Partner with departments outside CIB to educate and promote service design capabilities to be adopted by the wider Bank group.
• Lead service design capability on the CIB portfolio to deliver exceptional digital experiences for Bank employees and corporate and investment clients.
• Collaborate with senior stakeholders to ensure design aligns with business objectives, regulatory requirements, and client needs.
• Advocate for service design and human-centred design methodologies across the organisation.

• Drive a client-first approach to all service design initiatives, with a focus on elevating the customer experience for institutional clients.
• Leverage insights from client research, data analytics, and feedback loops to continuously improve service design solutions.

• Work closely with product, engineering, data, and business teams to ensure that service design solutions are scalable, technically feasible, and aligned with business goals.
• Partner with internal communications and external vendors to ensure consistent service design standards and messaging across all coverage platforms.

• Identify opportunities for leveraging emerging technologies in Service Design such as AI, machine learning, and data visualisation to revolutionise digital experiences for CIB clients and coverage employees.
• Champion a culture of innovation, encouraging experimentation and creative problem-solving within the design team.
• Act as a thought leader within the bank, contributing to industry discussions and positioning the organisation as a leader in design innovation.

• Our team services the entire Corporate and Institutional Banking domain. This includes corporate banking and trading platforms, API developer platforms, and internal employee productivity tools and services.
• This role will play a crucial role in driving business outcomes by elevating the client experience and supporting the bank’s digital transformation initiatives. By driving client-centric service design approaches, this role will ensure that the bank’s platforms provide seamless, user-friendly interactions the support our Bank staff and are tailored to corporate and investment clients. Enhancing usability and accessibility across these platforms will increase client satisfaction, reduce friction, and improve engagement, ultimately leading to revenue growth. This role will also support strategic decision-making through data-informed design insights that help align coverage platform solutions with business objectives.

• You need to be familiar with communication guidelines and processes to ensure brand compliance. You must be able to structure your time, and be capable of taking initiative.

• Inspire a diverse, globally distributed team, fostering a culture of collaboration, innovation, and continuous learning.
• Mentor and develop service design talent, ensuring the team is equipped with the skills and tools needed to thrive in a dynamic, fast-paced environment.
• Collaborate with the People & Culture team to attract and retain top design talent, creating a pipeline for future leadership within the organisation.

• Our team is responsible for delivering quality tools and service design, that is meant to enable colleagues and customers. In doing so, we must be careful with data management and play our part in ensuring we protect it and that our designs take this into consideration. Risk management is interwoven in our design activities and you will need to ensure that risk is always a consideration throughout your design process all the way to delivery.

• Our team contributes to the Design Community of Practice, we inform design governance decisions in the Bank. As part of our responsibility, we must oversee areas such as career progression, mentorship, tooling, support, and more. It will be your responsibility to support and participate in these activities. Primarily in advocating for design best practices.

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

• Product Owners
• Technology Owners
• CXID team
• Digital CPOs
• Learning and Development
• Transaction Banking
• Financial Markets
• Client Coverage

• 15+ years of relevant industry experience (service design)
• Experience creating environments where design teams can do high-quality, creative, hypothesis-driven work
• Experience with driving human-centered design processes while collaborating with customers, engineering, product management, and research
• Experience shipping visible work into a global market
• Strong in such areas of expertise as Usability, Product Design, and User Experience.
• Highly proactive with exceptional communication and interpersonal skills
• Experience working with engineering teams to create, maintain and evolve digital platforms
• A portfolio of work that contains examples of service design

• Strong influencing and communication skills – oral, written and presentation
• Human centred design expertise
• Service Design expertise
• Ability to instruct, liaise with and discuss with competency product design, service design and experience design
• Experience with design standard tools such as Figma, Sketch, Invision, Axure, Adobe, and others. Must be tool agnostic!

About Standard Chartered

If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers